Contact information

The job seeker has entered a phone number , email and LinkedIn.

You can get this candidate's contact information from https://www.work.ua/resumes/11205737/

Work experience

SDR

from 06.2022 to 07.2024 (2 years 2 months)
Belkins (IT)

Customer service representative

from 08.2021 to 06.2022 (11 months)
Luxoft, Київ (IT)

Service Desk Support for bank employees: password reset, account unlock, account creation, various tools access granting, technical troubleshooting via phone, email, ticketing system

Customer Support Specialist

from 02.2021 to 05.2021 (4 months)
Playonix, Київ (IT)

Built the support process from scratch: wrote a guide for future colleagues, created FAQs, canned responses and templates.
Communicated with users of our application via chat and email, verified documents, compared with the profile on the site / in the application.
Assisted over 150 customers in chat per day

Customer Service Representative

from 05.2020 to 02.2021 (10 months)
Nexteum, Дистанційно (IT)

Provided services to support the American drop-shipping company,
Situations encountered during my work: return, warranty service, cancellation of the order, lost or damaged parcel, etc.
Handled inquiries from 7+ websites via ticketing system

Hotel Booking Agent (Support)

from 03.2019 to 02.2020 (1 year)
Aviacontact, Київ (Туризм)

Telephone & Email Support of the hotel platform:
- Checked the availability of hotel reservations, the correct type of bed, room and food.
- Resolved situations where there was no booking, the wrong hotel, the wrong type of room, bed or food.
- Processed new reservations and contacted hotels for a confirmation number to be sent to the end customers

Education

Київський Національний Лінгвістичний університет

Філологія та переклад, Київ
Higher, from 2013 to 2017 (4 years)

Переклад англійської та іспанської

Knowledge and skills

• Google Workspace
• Handling objections
• Знання процесів Outreach
• Notion
• Appointment booking
• LinkedIn outreach
• Expandi
• Streak
• Reply.io
• Lemlist
• GMass
• Looker Studio
• Slack
• Reporting on a weekly/ monthly basis
• Identifying ICP
• Knowledge base enrichment
• English
• Spanish
• Canned Responses preparation
• Written communication
• Cold email outreach
• Handling multiple projects
• Work with clients
• The first line of support
• Empathic
• Chat support
• Ticket processing
• Email support
• Freshworks
• ServiceNow
• Service Desk
• On-call support
• FAQ & Knowledge Base creation

Language proficiencies

• English — advanced
• Spanish — average
• Italian — beginner
• Ukrainian — fluent